ERIC MARKS
Downingtown
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Service Desk Tech Sr Spec
QTC Management
01.2024 - Current
- Provided exceptional support to end-users, addressing their concerns with empathy and professionalism.
- Developed strong working relationships with colleagues across departments, fostering a positive work environment focused on teamwork and communication.
- Managed critical incidents, coordinating with various teams to ensure timely resolution and minimal business impact.
- Trained new hires, ensuring a smooth transition into the team and improving overall performance.
Senior Technology Coordinator
IMX Medical Management
07.2021 - 01.2024
- Interfacing with IT Manager, on Infrastructure Improvements
- Interfacing with Development team, on projects and system improvements
- Resolved complex technical issues by researching available resources online or consulting with Developers when needed
- Provided SQL Report Support, Implementing Changes and fixing Errors
- Adapted instructional content and delivery methods for different levels and types of learners
- Implemented a new training plan for IT Hires
- Maintained active inventory of hardware and software licenses using [Software].
IT Help Desk Technician
Ejamerica
08.2019 - 07.2021
- Provided support for Windows, Mac OSX, and Linux operating systems
- Utilized remote desktop tools to provide remote assistance for users
- Responded to user inquiries via phone or email in a timely manner
- Maintained inventory of IT equipment and supplies
- Troubleshot and resolved technical issues related to hardware, software, and networks
- Participated in team meetings to discuss upcoming projects, updates
IT Help Desk Technician
Burlington
09.2018 - 08.2019
- Provided support for Windows, Mac OSX, and Linux operating systems
- Maintained inventory of IT equipment and supplies
- Handled Project Upgrade to new Platform configuration for Company Buyers
- Organized Project team, setting targets and goals for deployment schedule
- Performed regular maintenance checks on computer systems
- Provided guidance on best practices when using technology resources
Education
High School Diploma -
Ewing High School
06.2014
Skills
- Software Licensing
- Desktop Support
- Hardware Updates
- Hardware Installation
- Technical Support
- Debugging and Troubleshooting
- Customer Satisfaction
- Maintain Systems
- Diagnostic Tools
- Guest communication
- Empathy and patience
- ITIL framework
Certification
- ITIL 4 Foundation Certificate in IT Service Management AXELOS 2024 June
Timeline
Service Desk Tech Sr Spec
QTC Management
01.2024 - Current
Senior Technology Coordinator
IMX Medical Management
07.2021 - 01.2024
IT Help Desk Technician
Ejamerica
08.2019 - 07.2021
IT Help Desk Technician
Burlington
09.2018 - 08.2019
High School Diploma -
Ewing High School
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